Case Study: Leading Primary Healthcare Provider reduces Did Not Attend (DNA) rates and boosts patient response with Soprano Design's 2-way SMS reminders

How to Improve Patient Response Rate

Leading Primary Healthcare Provider, one of the world’s largest healthcare networks serving over 54 million people and employing about 1.2 million staff, was relying on phone calls to confirm and rebook appointments and faced an inefficient process with a high Did Not Attend (DNA) rate of around 10%, causing lost revenue and underutilized clinical resources. To address costly missed appointments (ranging into tens or hundreds of dollars per missed visit), they engaged Soprano Design and its Soprano 2-way SMS reminder service.

Soprano Design implemented the Soprano 2-way SMS reminder integrated with the patient booking system (linking over 250 third‑party applications via HTTPS and other APIs), automating confirmations and two‑way rescheduling. The solution saved staff time previously spent on manual calls, reduced DNAs, improved staff communication, enabled earlier detection of cancellations and higher-density profitable bookings, thereby maximizing daily revenue and facility profitability for the customer — delivered by Soprano Design.